AccountId: 011433970860
ContactId: 4a9fc162-5553-4057-abc4-f0adfb9ec99d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273700 ms
Total Talk Time (AGENT): 82472 ms
Total Talk Time (CUSTOMER): 144702 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/4a9fc162-5553-4057-abc4-f0adfb9ec99d_20250224T19:27_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] speaking from NA member services, the insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it's good for you to know that this call is being monitored or recorded for quality and training purposes.
[CUSTOMER][NEUTRAL] Me, the reason why I'm calling is because I have uh mutual members of ours in the line.
[CUSTOMER][NEUTRAL] Uh, and, uh, I'm calling regarding coordination of benefits. Uh, I need the member's information.
[CUSTOMER][NEUTRAL] Uh, from that insurance to update that in our system so that the reason uh why I'm calling.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, it would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] That would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the pay, the policyholder's policy number with APL?
[CUSTOMER][NEUTRAL] Well, that, that's one of the questions that's one of the reasons uh why I'm calling.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, she does.
[CUSTOMER][NEUTRAL] I can give you the member's information, full name and date of birth.
[AGENT][NEUTRAL] OK, do you happen to have the social?
[CUSTOMER][NEUTRAL] One moment Maria de Social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] at [PII], and the group number is 17,750.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Do you know about it.
[AGENT][NEUTRAL] OK, she does have active coverage. I can give you the policy number.
[CUSTOMER][NEUTRAL] OK, uh, go ahead.
[AGENT][NEUTRAL] The policy number is 158.
[AGENT][NEUTRAL] 1960.
[CUSTOMER][NEUTRAL] So that would be 1,581,960, right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Uh, when, uh, when, uh, that policy started?
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] OK, and one more thing, uh, what, uh, what, what is the coverage for that gap insurance?
[CUSTOMER][NEUTRAL] Uh what do you cover?
[AGENT][NEUTRAL] This policy covers inpatient hospitalization.
[AGENT][NEUTRAL] And outpatient facilities for sickness or injury.
[CUSTOMER][NEUTRAL] so.
[CUSTOMER][NEUTRAL] So inpatient hospitalization and outpatient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Facilities for sickness or injury.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Is there a specific benefit you're needing?
[CUSTOMER][NEUTRAL] Uh, no, I just wanted that information.
[CUSTOMER][NEUTRAL] OK, uh, let me check. APL [PII], is it still active, right?
[AGENT][NEUTRAL] It is still active, yes.
[CUSTOMER][NEUTRAL] OK, OK, uh, that will be all.
[AGENT][NEUTRAL] And we are secondary to her primary.
[CUSTOMER][POSITIVE] Mhm yeah I know. OK, that will be all thank you so much.
[AGENT][POSITIVE] Well, [PII], it's been a pleasure to assist you and Ms. [PII], it was my pleasure to assist you as well. And thank you for calling APO and y'all have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you, dear. Thank you so much. I really appreciate your help. I'm trying to get some bills paid. Thank you.
[AGENT][POSITIVE] Thank you. You're very welcome.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] Yes, ma'am. It's been my pleasure and if you need anything else, don't hesitate to give us a call.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, no, no, you, OK.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] OK bye bye. Have a good one thank you.
[AGENT][POSITIVE] Thank you.